Last updated: July 2024
At Experts Pool, we are committed to providing exceptional service and ensuring the satisfaction of our clients. We understand that sometimes circumstances may arise that require a refund. This Refund Policy outlines the conditions under which refunds may be issued and the process for requesting a refund.
Eligibility for Refunds
Refunds may be considered under the following circumstances:
- Service Not Delivered: If the freelancer fails to deliver the agreed-upon service within the specified timeframe and no reasonable progress has been made.
- Quality Issues: If the delivered service does not meet the agreed-upon quality standards or project requirements as specified in the initial agreement.
- Mutual Agreement: If both the client and the freelancer mutually agree to cancel the project and request a refund.
Refund Process
- Request Submission: To request a refund, the client must contact our support team at [email protected] within 14 days of the delivery date. The request should include the project details, reasons for the refund request, and any supporting documentation or evidence.
- Review and Evaluation: Our support team will review the refund request and may contact both the client and the freelancer for additional information or clarification. The evaluation process may take up to 7 business days.
- Decision and Notification: After a thorough review, our support team will make a decision regarding the refund request. The client will be notified of the decision via email. If the refund is approved, the refund will be processed within 10 business days.
Partial Refunds
In some cases, a partial refund may be issued if part of the service has been satisfactorily delivered, or if the client and freelancer agree on a reduced compensation for the work completed.
Non-Refundable Services
The following situations are not eligible for refunds:
- Change of Mind: Refunds will not be issued for clients who simply change their mind or no longer need the service after it has been delivered.
- Client Delay: Refunds will not be issued for delays caused by the client, including failure to provide necessary information or feedback in a timely manner.
- Completed Services: Refunds will not be issued for services that have been completed and accepted by the client.
Dispute Resolution
If a refund request is denied and the client is not satisfied with the decision, they may escalate the issue to our dispute resolution team. The dispute resolution process involves a more detailed review and may include mediation between the client and freelancer.
Contact Us
If you have any questions or need assistance with a refund request, please contact our support team at [email protected] We are here to help and ensure that your experience with Experts Pool is positive and satisfactory.